TicTac Support Service Description

TicTac Support provides enhanced access to support services, expert guidance, and additional learning resources to support efficient and high-quality e-learning production. Services include prioritized handling of support requests, access to live support formats, and guidance on the effective use of tools and workflows.

Upon purchase, customers will be provided with all relevant information and access details required to access and use the TicTac Support services. To ensure that all eligible users can fully benefit from the services, the customer’s administrator is requested to provide the names and email addresses of all users via the form included in the provided information. Based on this information, access (e.g. to the TicTac Academy) will be set up accordingly.

All services are provided subject to availability and within the applicable support terms and service hours, unless explicitly agreed otherwise. Access to specific formats (e.g. live sessions, webinars, or calls) may be subject to scheduling and availability. TicTac Support does not include guaranteed response or resolution times unless explicitly agreed in a separate service level agreement (SLA).

TicTac Support services are intended for use by licensed users only and may not be shared beyond the licensed scope. Use of TicTac Support is subject to reasonable use; excessive or disproportionate use may require a separate agreement. The scope and content of TicTac Support services may be updated or adjusted from time to time.

TicTac Support does not include the delivery of project work, content creation, implementation services, or dedicated consulting services. Any recommendations or feedback provided are general in nature, and the customer remains solely responsible for implementation and results.

Support Plans Comparison

Support Helpdesk

Standard Support: Access to the support helpdesk in accordance with the standard support terms and service hours (written support via ticket system)

TicTac Support: Prioritized handling of support requests via helpdesk. Where applicable and subject to availability, issues may be addressed in
scheduled Teams calls with an expert.

Live Support Sessions

Standard Support: –

TicTac Support: Access to recurring Live Support Hour (e.g. weekly), subject to scheduling and availability.

Webinars

Standard Support: Access to public webinars

TicTac Support: Access to designated premium webinars (TicTac Support Masterclasses)

White Papers

Standard Support: Access to white papers and knowledge resources

TicTac Support: Access to white papers and knowledge resources

Learning Resources

Standard Support: –

TicTac Support: Access to the TicTac Academy and related learning content, subject to availability

Course Audit

Standard Support: –

TicTac Support: Eligibility to submit one e-learning project per subscription per year for a
Course Audit and review, including feedback on instructional design
and/or technical implementation. Feedback is limited to high-level observations and non-binding recommendations.

Events

Standard Support: Standard pricing

TicTac Support: Eligibility for discounts or Freetickets on selected events.